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Endoscopy

Posted By austin353

"Endoscopy"

About: Royal Cornwall Hospital (Treliske) / Gastroenterology

(as a relative),

I had to take my wife to Endoscopy at 8am.  I was most unimpressed with the receptionist.  They were certainly efficient and weren't rude, but weren't welcoming in any way at all.  Just a smile would have helped.  Patients are naturally apprehensive when arriving at a hospital for an examination and the receptionist on duty at 8am did nothing to ease that apprehension or be welcoming.  I think you could do better.

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Responses

Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 5 years ago
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 16/10/2018 at 10:44
Published on Care Opinion at 15:13

picture of Jess Saunders

Dear austin353,

Please accept my apologies for the delay in replying to you on here, and I would like to thank you for taking the time to share your story with us. It is saddening to read that the welcome you received was not what we would expect from any of our services at the Royal Cornwall Hospital. I appreciate how unsettling it is coming into hospital and that this experience wouldn't have helped you or your wife feel reassured.

I am responding to you as a member of the Patient and Family Experience Team but I will ensure that I share your story with the Endoscopy Department team so that they can reflect on your experiences and make changes to improve their service in the future.

Best wishes,

Jess

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by austin353 (a relative)

Thank you for your response. It is gratifying to know that my concern doesn't get lost but that some action is taken. My complaint was not a big deal, but my wife and I both felt that the initial contact at reception could have been better. By the way, my wife said that the nurses and doctor performing the endoscopy were very helpful and reassuring.

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